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data analysis customer success salesforce saas cross-functional collaboration📋 Description
- Own and manage high-impact escalations from identification to resolution.
- Primary contact for complex, high-risk, time-sensitive issues with proactive updates.
- Coordinate cross-functional responses across Support, Product, Engineering, CS, and Sales.
- Conduct root cause analysis and implement corrective actions.
- Establish and scale escalation processes and AI-driven workflows.
- Monitor escalation trends to identify gaps and drive improvements.
🎯 Requirements
- 3–5+ years in customer or technical support and escalation management in a B2B SaaS environment.
- Proven experience handling complex or executive-level escalations with stakeholder management.
- Experience with ticketing platforms such as Salesforce (or similar tools).
- Strong problem-solving skills; able to navigate ambiguity, complexity, and urgency.
- Excellent communication to explain technical issues to technical and non-technical audiences.
- BA/BS preferred with 3–5+ years in B2B SaaS or related fields.
🎁 Benefits
- Medical, dental, and vision insurance for you and up to three dependents.
- Work-from-home allowance
- Rice subsidy
- Meal allowance per working day
- Laundry allowance
- 15 paid time off days per year (includes 5 Karbon Days)
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